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I'm being let down by the insider reservation program and buying process, not sure if it's HMA, my local dealer, or a bit of both. So I feel like a rant and maybe some of y'all have some helpful advice.

I've been drooling over the SC since the concept was shown. I wrote Hyundai years ago and said "if you make that truck, put my name down as a buyer please." Even though the production model is somewhat less desirable than the concept, I reserved as soon as I got the email that it was possible to do so. At that time, SEL Premium, Blue Stone was my reservation. Got a follow up call from concierge (on a Sunday no less) that confirmed my local dealer and said they would be in touch within 30 days. I got no other communication, none of the insider video tour or any of the other stuff they mentioned.

Pricing wasn't even released within 30 days. Some weeks later I got a call from my local dealer. Actually the same rep that I bought my Veloster from 10 years ago. So I thought we would have a rapport. She has no information about my reservation, other than my name, I guess email, and phone number, and that I had reserved. So we go through the talk and I tell her I want Blue Stone, Gray interior, SEL Premium. We're supposed to nail down options. I ask her if her job is to take my order and get me a car, or to try to put me in whatever they have coming (they did me this way on my Veloster color choice - turned out okay but not what I asked for). She was honest and said she was supposed to see if she could get me in what they have coming, but that if not, she could get me what I want. On the plus side, as a policy they do not mark anything up over MSRP, so I'm feeling good about things. Oh, and they only had two reservations at the dealer - me and someone who wanted straight base model.

The dealer gets two in shortly after that. A blue stone SEL non-activity and a black on black Limited. She texts me pictures of them on the truck and I get to go look at them and sit in them in the back lot before the plastic is even taken out, and she tells me I can test drive the next day after they get an inspection sticker. I go on a dinky test drive of the Limited (maybe 1.5 miles - down the back road behind the dealership, okay, turn around here, take it back. Maybe 5 minutes. No highway, nothing.) and tell her I am interested in stepping up to the Limited after driving one. Rep says yes, I ordered you a blue one yesterday. We had not even discussed the possibility of a Limited before the test drive, and it never came up that you can't get a gray interior with blue stone in the Limited. I live in the South and it's hot, I don't want an all black interior if I can help it.

I have popped by the dealer a couple times on my lunch break to check in, and the rep greets me like "What are you doing here, you know I don't have one yet". No calls, no information, no VIN, nothing saying what spec is on the way. So my only option is to call or stop by and ask if they know anything yet.

So I've been keeping an eye on SCInventory (thank you!) and never see anything show up. An Ice White on Gray Limited has come up headed for my dealer and it's been a couple weeks since I last spoke to them, so I go in to talk about it. Rep tells me it's sold already, actually it's for the boss. (Isn't the boss's goal to sell other people car's?) Still no information on what is actually reserved for me, just that I need to wait patiently.

Last night I started reading up here and found out about the reservation website with inventory search - the link I didn't click on in my email from Hyundai, because I was presumably already hooked up with a dealer who was going to take care of me. There are two white on gray Limiteds showing up within 250 miles so I pick one and apply my reservation there. A friendly rep calls me today with details including the ETA (late October/early November) and says that he will put me in touch with his inventory specialist or some such. I say it all sounds great, but I have one question, will they be adding a markup over MSRP? He says he has to check and call me back, and he calls back within just a couple of minutes to say yes, there will be a market adjustment. I tell him I'm out and thank him for his time. I go to change my reservation to the one in Mississippi, and it's no longer on the site. (SCInventory shows two in MS that meet that spec). So I decide to try a blue stone in my state that shows up on the site, even though I'm pretty sure it sold weeks ago. We'll see what I find out when that dealer calls me.

I feel like I'm getting double whammied. It seems clear the Insider Reservation system is at best poorly managed and at worst a joke. And I think my local dealer sucks at communicating. Even if they have no real information, they could be clear about that. Not "i've ordered you one", no specifics, and a general "why are you bothering me" vibe if I show up for some communication.

And why did HMA limit half their (meh) color selection to have no choice of interior? It's not like I'm trying to find inventory that's already produced, they are producing them now. This seems arbitrary.

I feel like Hyundai has raised me up, talked me (with features and gadgetry) into going in $41k+ on a new vehicle (I was conceptually in for mid $20s before it was real), and then keeps putting obstacles in the way to getting me what I want. There won't be any consequence to them, as they will sell whatever they make. But to bring someone in from fandom, offer you the chance to configure what you want and reserve it, and then essentially honor none of it and make it very hard, well, it's discouraging. I might get one. I might wait a year and see if I can get a gray interior in a color I want, or if they offer real colors, or if they bring a volume knob or wireless Carplay to the Limited stereo. Or I might just go get something else next year. This process has taken me from 100% fanboy to beat down and not really happy with the prospects. I don't have a problem waiting, I don't need to buy a vehicle today or this year. But if I have a "reservation" I would like some information, some certainty that I have this unit in this spec with my name on it, expected at some future date.

Maybe I'm not clear on how the reservation system is supposed to work, but I'm definitely not clear on how it actually works. It seems like some people have had some luck configuring one and dealing with a dealer straight through. What's broken? Is it the system? The dealer? Me? A little bit of all of the above? Ugh.
 

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You've perfectly described every frustration vented on here about the US "reservation" system (and I use that term very lightly).

Why on earth it couldn't be as simple as it is for us in Canada, even though we have to wait a bit longer, eludes me. We had to put down $500 instead of $100 - but it was an ACTUAL pre-order, built for us, in the trim/color we requested, sent straight to the dealer we flag in the pre-order as preferred, and the dealer themselves take the deposit directly. No BS.

The system itself was broken. The dealers are mostly broken by a fit of greed, shoving crazy markups on top of MSRP because they think they can do it and not suffer any negative consequences (news flash - customers don't like feeling screwed and aren't going to come running back to do business with you later). And you're getting broken-hearted by how stupid it all is. So yeah, a bit of all of the above, for sure.

These should have all been straight up pre-orders for those who wanted to buy up front, and feed the dealers mark-up fodder for those seeking instant gratification "off the lot." Not a great launch process. That and the utter lack of marketing attempts after Ford stole their thunder by pushing the Maverick hard.
 

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On the other hand, the reservation system and concierge slid my spec into my dealer ahead of even their stock orders. Hampton Gray SEL AWD premium with Gray interior. Dealer attached my name to it before it arrived and I drove it home the day after dealer delivery..

Sorry for your troubles.
 

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What's broken? Is it the system? The dealer?
In simple terms - yes to the above. Not your fault at all. The "system" has been broken from day 1. A few people have lucked out and everything has somehow fallen into place for them.

My advice: just keep searching for when a SC that meets your needs is available locally and hope that dealer is reasonable. This whole thing is such a mess I am just waiting it out, no vehicle is worth such aggravation. Once I can drive to multiple dealers and see multiple vehicles I'm not even wasting my time or getting my hopes up. Given the current inventory situation you have zero bargaining power. SC are flying off the lots in the blink of an eye, often only going to people willing to pay over MSRP... sorry but I don't play that game. I can wait.
 

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Discussion Starter · #5 ·
You've perfectly described every frustration vented on here about the US "reservation" system (and I use that term very lightly).
...
These should have all been straight up pre-orders for those who wanted to buy up front, and feed the dealers mark-up fodder for those seeking instant gratification "off the lot." Not a great launch process. That and the utter lack of marketing attempts after Ford stole their thunder by pushing the Maverick hard.
Thanks. It escapes me why they say they can't even order to spec now. It's like they have to make some kind of sacrifice at the altar and recite the spec three times and then see what the gods put into their basket the next allocation.

On the other hand, the reservation system and concierge slid my spec into my dealer ahead of even their stock orders. Hampton Gray SEL AWD premium with Gray interior. Dealer attached my name to it before it arrived and I drove it home the day after dealer delivery..

Sorry for your troubles.
Wow. Congrats! I wonder if it is worth trying to reach out to the concierge hotline. Guess there's luck of the draw there too, but maybe they can either see what's in the system for me or if I'm really lucky slide one into the dealer like that.

My advice: just keep searching for when a SC that meets your needs is available locally and hope that dealer is reasonable. This whole thing is such a mess I am just waiting it out, no vehicle is worth such aggravation. Once I can drive to multiple dealers and see multiple vehicles I'm not even wasting my time or getting my hopes up. Given the current inventory situation you have zero bargaining power. SC are flying off the lots in the blink of an eye, often only going to people willing to pay over MSRP... sorry but I don't play that game. I can wait.
Thanks. It's 60+ miles for me to the next nearest dealer, but there are about a half dozen mostly in separate directions. So the inaccuracies of online stock reporting don't make it easy, but I plan to. The dealers that are self-selecting off my list by marking up over MSRP make it easier lol.
 

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dealership in the state called me on Monday morning to inform me that the SC Hampton Grey Limited I requested they order for me had been allocated to the dealership. They didn't have VIN but as soon as they do they are going to call me to talk about final config, deposit and pricing. This is when I expect I will truly find out if they are honoring their pledge to only sell at MSRP. I agree with all the frustrations with the reservation system. I hope to get a hold of the concierge tomorrow and see if they can see my SC and apply the credit to that dealership/vehicle. If not I am just going to cancel the reservation. At least I know a SC is going to be built and shipped to this dealership. LATE Oct is their projection.
 

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dealership in the state called me on Monday morning to inform me that the SC Hampton Grey Limited I requested they order for me had been allocated to the dealership.
Make SURE the dealership puts your name on the SC and marks it SOLD so it doesn't accidentally get sold out from under you. Also, keep your reservation in place...It is a Simple process to get the $100 credited when you're doing the deal. The dealers have the procedure for this.
 

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Make SURE the dealership puts your name on the SC and marks it SOLD so it doesn't accidentally get sold out from under you. Also, keep your reservation in place...It is a Simple process to get the $100 credited when you're doing the deal. The dealers have the procedure for this.
They have informed me that my name is on it but still won't discuss price. I looked online and don't see the vehicle assigned yet. Guessing I am a little early for that.
Anyone know if Chuck's list or Casey's is still updated or are they static now with old info?
Soon as I can get them to accept the deposit I'll ask them to mark it sold. Also that will be the beginning of learning the true OTDP and if they are truly honoring MSRP with my requested add-ons.
Crossing my fingers
 

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Discussion Starter · #9 ·
The dealer with the blue stone never reached out to me (I suspect this is one I already called them about that was sold weeks ago).

So I popped on the reservation site tonight and the ice white with gray Limited at my local dealer appeared as available. I moved my reservation there. Even though the sales rep told me "it's for the boss" I'm at least able to indicate my interest in it.

I mean I'm not actually dumb enough to think this hundred dollar "insider reservation" gives me any kind of pull at this point. But a guy can dream, right?
 

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I'm being let down by the insider reservation program and buying process, not sure if it's HMA, my local dealer, or a bit of both. So I feel like a rant and maybe some of y'all have some helpful advice.

I've been drooling over the SC since the concept was shown. I wrote Hyundai years ago and said "if you make that truck, put my name down as a buyer please." Even though the production model is somewhat less desirable than the concept, I reserved as soon as I got the email that it was possible to do so. At that time, SEL Premium, Blue Stone was my reservation. Got a follow up call from concierge (on a Sunday no less) that confirmed my local dealer and said they would be in touch within 30 days. I got no other communication, none of the insider video tour or any of the other stuff they mentioned.

Pricing wasn't even released within 30 days. Some weeks later I got a call from my local dealer. Actually the same rep that I bought my Veloster from 10 years ago. So I thought we would have a rapport. She has no information about my reservation, other than my name, I guess email, and phone number, and that I had reserved. So we go through the talk and I tell her I want Blue Stone, Gray interior, SEL Premium. We're supposed to nail down options. I ask her if her job is to take my order and get me a car, or to try to put me in whatever they have coming (they did me this way on my Veloster color choice - turned out okay but not what I asked for). She was honest and said she was supposed to see if she could get me in what they have coming, but that if not, she could get me what I want. On the plus side, as a policy they do not mark anything up over MSRP, so I'm feeling good about things. Oh, and they only had two reservations at the dealer - me and someone who wanted straight base model.

The dealer gets two in shortly after that. A blue stone SEL non-activity and a black on black Limited. She texts me pictures of them on the truck and I get to go look at them and sit in them in the back lot before the plastic is even taken out, and she tells me I can test drive the next day after they get an inspection sticker. I go on a dinky test drive of the Limited (maybe 1.5 miles - down the back road behind the dealership, okay, turn around here, take it back. Maybe 5 minutes. No highway, nothing.) and tell her I am interested in stepping up to the Limited after driving one. Rep says yes, I ordered you a blue one yesterday. We had not even discussed the possibility of a Limited before the test drive, and it never came up that you can't get a gray interior with blue stone in the Limited. I live in the South and it's hot, I don't want an all black interior if I can help it.

I have popped by the dealer a couple times on my lunch break to check in, and the rep greets me like "What are you doing here, you know I don't have one yet". No calls, no information, no VIN, nothing saying what spec is on the way. So my only option is to call or stop by and ask if they know anything yet.

So I've been keeping an eye on SCInventory (thank you!) and never see anything show up. An Ice White on Gray Limited has come up headed for my dealer and it's been a couple weeks since I last spoke to them, so I go in to talk about it. Rep tells me it's sold already, actually it's for the boss. (Isn't the boss's goal to sell other people car's?) Still no information on what is actually reserved for me, just that I need to wait patiently.

Last night I started reading up here and found out about the reservation website with inventory search - the link I didn't click on in my email from Hyundai, because I was presumably already hooked up with a dealer who was going to take care of me. There are two white on gray Limiteds showing up within 250 miles so I pick one and apply my reservation there. A friendly rep calls me today with details including the ETA (late October/early November) and says that he will put me in touch with his inventory specialist or some such. I say it all sounds great, but I have one question, will they be adding a markup over MSRP? He says he has to check and call me back, and he calls back within just a couple of minutes to say yes, there will be a market adjustment. I tell him I'm out and thank him for his time. I go to change my reservation to the one in Mississippi, and it's no longer on the site. (SCInventory shows two in MS that meet that spec). So I decide to try a blue stone in my state that shows up on the site, even though I'm pretty sure it sold weeks ago. We'll see what I find out when that dealer calls me.

I feel like I'm getting double whammied. It seems clear the Insider Reservation system is at best poorly managed and at worst a joke. And I think my local dealer sucks at communicating. Even if they have no real information, they could be clear about that. Not "i've ordered you one", no specifics, and a general "why are you bothering me" vibe if I show up for some communication.

And why did HMA limit half their (meh) color selection to have no choice of interior? It's not like I'm trying to find inventory that's already produced, they are producing them now. This seems arbitrary.

I feel like Hyundai has raised me up, talked me (with features and gadgetry) into going in $41k+ on a new vehicle (I was conceptually in for mid $20s before it was real), and then keeps putting obstacles in the way to getting me what I want. There won't be any consequence to them, as they will sell whatever they make. But to bring someone in from fandom, offer you the chance to configure what you want and reserve it, and then essentially honor none of it and make it very hard, well, it's discouraging. I might get one. I might wait a year and see if I can get a gray interior in a color I want, or if they offer real colors, or if they bring a volume knob or wireless Carplay to the Limited stereo. Or I might just go get something else next year. This process has taken me from 100% fanboy to beat down and not really happy with the prospects. I don't have a problem waiting, I don't need to buy a vehicle today or this year. But if I have a "reservation" I would like some information, some certainty that I have this unit in this spec with my name on it, expected at some future date.

Maybe I'm not clear on how the reservation system is supposed to work, but I'm definitely not clear on how it actually works. It seems like some people have had some luck configuring one and dealing with a dealer straight through. What's broken? Is it the system? The dealer? Me? A little bit of all of the above? Ugh.
100%!

You order the configuration you want. You reserve it with a $100 deposit. You apply the deposit to the vehicle you find that matches your configuration. Most of us don't even get a call from the dealer you applied your reservation deposit to.

IT ALL MEANS ABSOLUTELY NOTHING! IT'S A COMPLETE MESS OF A PROGRAM THAT FRUSTRATES BUYERS AND DRIVES THEM AWAY FROM THE PRODUCT. IT MUST ONLY BE A WAY FOR HYUNDAI TO JUDGE DEMAND. DEALERS HAVE COMPLETE CONTROL OVER PRICE, SO EVEN IF YOUR VEHICLE COMES IN THERE IS NO ASSURANCE IT WILL BE SOLD TO YOU AT ANY PRICE, LET ALONE AT MSRP.

ASK ME HOW I KNOW! :mad:


I flew 1,400+ miles to get mine at MSRP ($118 one-way ticket) and drove it back on a 1,800+ mile mini driving vacation, because of the total failure of the Insider Reservation Program and having already sold my car once I knew my reserved Santa Cruz was arriving. It got marked up $14,034! An SE AWD priced as high as a Limited. Complete BS!

IMHO your best bet is to find one on your own and call the dealer direct. You have to REALLY want one to go through all this nonsense to buy one at full MSRP price right now. Such a sad state of affairs...
 

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100%!

You order the configuration you want. You reserve it with a $100 deposit. You apply the deposit to the vehicle you find that matches your configuration. Most of us don't even get a call from the dealer you applied your reservation deposit to.

IT ALL MEANS ABSOLUTELY NOTHING! IT'S A COMPLETE MESS OF A PROGRAM THAT FRUSTRATES BUYERS AND DRIVES THEM AWAY FROM THE PRODUCT. IT MUST ONLY BE A WAY FOR HYUNDAI TO JUDGE DEMAND. DEALERS HAVE COMPLETE CONTROL OVER PRICE, SO EVEN IF YOUR VEHICLE COMES IN THERE IS NO ASSURANCE IT WILL BE SOLD TO YOU AT ANY PRICE, LET ALONE AT MSRP.

ASK ME HOW I KNOW! :mad:


I flew 1,400+ miles to get mine at MSRP ($118 one-way ticket) and drove it back on a 1,800+ mile mini driving vacation, because of the total failure of the Insider Reservation Program and having already sold my car once I knew my reserved Santa Cruz was arriving. It got marked up $14,034! An SE AWD priced as high as a Limited. Complete BS!

IMHO your best bet is to find one on your own and call the dealer direct. You have to REALLY want one to go through all this nonsense to buy one at full MSRP price right now. Such a sad state of affairs...
That is such a shame you had to go through all that to get MSRP. Fortunately, here in Virginia, there are Maryland dealers willing to sell at MSRP if you are lucky enough to find one. I was fortunate that mine journey was only 50 miles. But you now have an experience to share, and the joy of driving that baby home! I hope your trip was enjoyable at least. May already be time for that first oil change depending on who you talk to!
 

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...Anyone know if Chuck's list or Casey's is still updated or are they static now with old info?...
@CaseyH's list is still being updated - just yesterday, in fact.
@Chuck's list stopped getting updates soon after he got his own Santa Cruz.
 
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Thanks. It escapes me why they say they can't even order to spec now. It's like they have to make some kind of sacrifice at the altar and recite the spec three times and then see what the gods put into their basket the next allocation.
When I purchased my SC I was talking to the sales guy about Fords, the Maverick, Mustangs, F150, and other things. He had worked at Ford for a couple of years and has been at this Hyundai dealer for a couple of years now. He explained that Hyundai is very different when it comes to getting dealers' vehicles. Hyundai doesn't offer a lot of options. Most options are just the trim levels and maybe some accessories.

So Hyundai sends them vehicles that they want the dealership to have. As the dealership sell them, Hyundai tracks what trim level, color, how long they took to sell, and other metrics. Then using that info, Hyundai sends them more vehicles based on that. So if the trend at a dealership is that SEL activity packages in black sell quickly, they get more of them. So it is in the dealership's best interest to sell quickly. The more they sell, the more they get for replenishment.

So unlike Ford, the dealership doesn't order vehicles in the trims, options, and colors they want. Or for their customer's request. In short, Hyundai sends them what Hyundai wants them to have.

Build the SC you want on their website and look at what is available in your area. I did that, tracked a white Limited coming into a local dealer, and was able to purchase it the day the dealer received it. My sales guys said they expected their next shipment of SC in mid-October. That seems to match what other dealers are saying as well. It's a shame the reservation turned out to fail so many people.
 

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They have informed me that my name is on it but still won't discuss price. I looked online and don't see the vehicle assigned yet. Guessing I am a little early for that.
Anyone know if Chuck's list or Casey's is still updated or are they static now with old info?
Soon as I can get them to accept the deposit I'll ask them to mark it sold. Also that will be the beginning of learning the true OTDP and if they are truly honoring MSRP with my requested add-ons.
Crossing my fingers
yeah…my experience with a dealer saying “mine name was on it” but not being willing to take a deposit or name a price meant I got played by that stealership who STILL has “my” SC listed for $48.3k and picked up an identical one for $42.3k…which is over MSRP by an acceptable margin to me.
 

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Is anybody getting theirSC? I'm on the reservation list. My dealer had one in the wrong color. They called and I got a test ride. That was three weeks ago, they have not gotten another. I regularly go to the Hyundai tracker web page. Every vehicle listed always comes up as "Vehicle not found". I called the concierge, they know nothing. Have no information, not only on particular vehicles, but as to production overall. No clue as to whether they are at full production, nor when they anticipate enough production to meet demand. I asked if I could expect a car by yearend, he would not commit. So, are there really any SCs out there? Is the chip shortage an issue (the concierge did not know this either)
 

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Is anybody getting their SC?
Plenty around here have gotten exactly what they wanted. Best bet is to just forget the "reservation" system (proven to be a joke) and start talking to local dealers directly. Granted many of these dealers are completely clueless too so you'll have to follow up with them constantly.
 
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